Customer Success Manager, Grants

About the role

Bamboohr is seeking a dedicated Customer Success Manager to join our Grants team in Oakville, Ontario. This role is in ensuring our clients achieve their goals through effective utilization of our grant management solutions. As a Customer Success Manager, you will engage with clients to understand their needs, provide tailored support, and foster long-term relationships that drive satisfaction and retention. Your expertise in grant management and customer engagement will be critical in helping clients navigate the complexities of grant processes.

Key facts

What you'll do

• Act as the primary point of contact for clients utilizing Bamboohr's grant management solutions, ensuring they receive exceptional service and support.
• Develop a deep understanding of clients' objectives and challenges to provide tailored guidance and solutions that enhance their experience.
• Conduct regular check-ins with clients to assess their satisfaction, gather feedback, and identify opportunities for improvement.
• Collaborate with internal teams, including product development and marketing, to relay client insights and advocate for enhancements based on user feedback.
• Create and deliver training sessions and workshops to educate clients on best practices for using our grant management tools effectively.
• Monitor client usage of our platform, identifying trends and potential issues to proactively address concerns before they escalate.
• Assist clients in navigating the grant application process, providing expert advice on compliance, reporting, and funding opportunities.
• Prepare and present performance reports to clients, highlighting key metrics and demonstrating the value of our services.
• Foster a community among clients by organizing user groups and forums to share insights and experiences related to grant management.
• Stay informed about industry trends and changes in grant regulations to provide clients with up-to-date information and strategic advice.
• Collaborate with sales teams to identify upsell opportunities and support the onboarding of new clients.
• Contribute to the development of customer success strategies and initiatives aimed at improving overall client satisfaction and retention rates.

Requirements

• Bachelor's degree in a relevant field, such as business, public administration, or nonprofit management.
• A minimum of 3 years of experience in customer success, account management, or a related role, preferably within the grants or nonprofit sector.
• Strong understanding of grant management processes, funding sources, and compliance requirements.
• Excellent communication skills, with the ability to convey complex information clearly and effectively to diverse audiences.
• Proven ability to build and maintain strong relationships with clients, demonstrating empathy and a client-centric approach.
• Strong analytical skills, with the ability to interpret data and metrics to drive decision-making and improve client outcomes.
• Proficiency in using customer relationship management (CRM) software and other relevant tools to manage client interactions and track progress.
• Ability to work independently and collaboratively in a fast-paced environment, managing multiple priorities effectively.

Nice to have

• Experience with grant writing or fundraising within nonprofit organizations.
• Familiarity with project management methodologies and tools.
• Previous experience in a technology or software company is a plus.
• Knowledge of data analysis tools and techniques to derive insights from client usage patterns.

Skills & tools

• Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and CRM software (e.g., Salesforce, HubSpot).
• Excellent problem-solving skills and a proactive approach to addressing client needs.
• Ability to adapt to new technologies and tools quickly, with a willingness to learn and grow.
• Strong organizational skills and attention to detail, ensuring accuracy in all client communications and documentation.

Practical notes

• This position is based in Oakville, Ontario, and may require occasional travel for client meetings or industry events.
• Bamboohr offers a competitive salary and benefits package, along with opportunities for professional development and career advancement.
• Candidates must possess valid work authorization in Canada to be considered for this role.

Join Bamboohr and play a crucial role in empowering organizations to maximize their impact through effective grant management. If you are about customer success and have a strong background in grants, we encourage you to apply for this .